Service Level Agreement

Business Broadband How we’ll look after you Thank you for your business. We’ll never take it for granted. That’s why we’ve put together this Service Level Agreement (SLA). It lets you know exactly what we promise to deliver as part of the Business Broadband Services you have ordered from us. This SLA forms part of the Agreement between you and us (as defined in our Standard Terms and Conditions as varied by any Special Terms) for services provided so, naturally, we’ll fulfil what’s laid out here.

 When you have used 100% of your data Getting you started allowance in a calendar month then your 4G Start-up Service connection will be When we’ve taken your order and finished blocked and you will have to purchase planning, we’ll give you a Customer Promise additional data or wait until the next Date (CPD). calendar month for your data allowance For 4G Start-up Service to apply again. If you are taking our 4G Start-up Service you will be allocated a data allowance of 25GB per Keeping you connected calendar month for your 4G Start-up Service. Our broadband cable network service availability You can only increase your data allowance once level is 99.9%, a year. We work it out each year your 4G Start-up Service connection has been by taking the actual Circuit availability for that activated and additional data can only be year and divide it by the total potential availability purchased in increments or multiples of 1GB of to give a percentage availability per Circuit. To data up to a maximum of 25GB of data in any make that easier to digest, here’s the formula: calendar month. If you do not use all your data allowance in a calendar month you cannot carry it 24hrs x days in Service year – Outage Time x100 over to the next month. hrs % If you need to increase your data allowance for 24hrs x days in Service year your 4G Start-up Service then you can do so either by: Getting your service back  replying to the SMS alert confirming the up and running amount of GB by which you would like your data allowance to be increased; or If a problem arises and you can’t use your broadband for cable services, we’ll aim to restore  phoning 0800 052 0800 (followed by your Service in line with the timeframe associated option 4 then 2) (Mon-Fri, 8am-6pm, with your Business Broadband product; i.e. 12, excluding bank holidays) to have your 24, 44 or 48 hours. data allowance increased immediately. Regardless of the Service you have from us, 4G Start-up Service SMS alerts we’ll always try to resolve your fault over the You will receive SMS alerts to notify you of your phone, and we are available 24 x 7 x 365 to data usage. All alerts are sent within office speak to you. However, if we need to visit your hours. We endeavour to send the alerts on the premises to resolve the issue, site visits will take same day the threshold is reached, however, if place on Working Days during Working Hours the alert is reached out of office hours, it will be (please see definitions at the end of the sent during the next Working Day. document).  SMS alerts will be sent once you have If we visit your premises and are unable to gain reached 50%, 60%, 80%, 90% and 100% access, we reserve the right to charge for any of your data allowance. subsequent visit needed to resolve this fault  You should be aware of your data usage, If a site visit reveals that there is no fault with the and purchase additional data if required. Service or the Fault is an Excused Outage, we

Service Level Agreement

may charge you and you will pay us an engineer call out fee at our standard charges at that time. Internal Escalation Escalation Level The time taken to restore a Fault is measured from the time the Fault Report is recorded on our fault Team Manager Level 1 management system until the time we notify you that Service has been restored, or in the event that we are unable to contact you, the time recorded on Fault Centre Manager Level 2 our fault management system that Service has been restored. Head of Business Assure Level 3

Planned Outage notices This internal escalation procedure is for Except in an emergency or in circumstances information only. Direct contact with these people beyond our control, we will endeavour to give you is not available – please channel all at least 10 Working Days’ notice of any Planned communications through our Customer Services Outage. Such notice will include: team. (a) a brief description of the Planned Outage; Specific terms by service (b) date and time of the Planned Outage; and For Voom Fibre Services, we’ll aim to restore (c) estimated duration of the Planned the Service in line with your Option, or any Bolt-on Outage. you have selected (as defined in the Voom Fibre Such notice will be given by way of letter or via Special Terms and/or Price Guide). Where we email. However, in the case of an emergency, we need a site visit to resolve a Fault, we only do site may give you a shorter notice by way of a visits on Working Days during Working Hours telephone call. (please see definitions at the end of the document). Reporting a Fault If you have the Voom Fibre service, restoration credits are not payable for the 24 or 48 hour fault You must comply with any fault reporting format response times. If you have the 12 hour fault as advised by us from time to time for the response time, and we fail to resolve your fault reporting of Faults. within 12 hours, you have 30 days from the date the fault is resolved to request a service credit You can report a Fault 24x7x365 at which point amount equal to the number of days without it’s recorded on our fault management system. service / 365, multiplied by the amount actually For the avoidance of doubt, if there is a dispute on paid by you under your current Option in the any Fault commencement or duration, the records previous 12 months. If your current Option has of the fault management system at our Technical been running for less than 12 months on the date Support Centre shall be final. that you report the fault, then we will use your current average monthly payment for your Option x Any Faults or suspected Faults on the Services 12 must be reported to our Technical Support Centre on 0800 052 0800 (followed by your PIN, if For ADSL Services, we’ll aim to restore the supplied). Service within 44 hours (with Level 1 care) and within 24 hours (with Level 2 care) of a Fault You shall identify to us the individuals who shall Report. However, where we need to involve BT have authority to report Faults (“Authorised we don’t include time periods where we’re unable Individuals”). to report the Fault to BT. The time periods in Any replacement Authorised Individuals shall be which BT will accept registration of ADSL faults notified to us in writing. are shown below. If a problem isn’t sorted within the times Level 1 care: during BT working hours, 0800hrs to applicable to your Service, then we escalate it as 1700hrs, Monday to Friday. you can see from the table below. Level 2 care: during BT working hours, 0800hrs to Late Service Restoration 1700hrs, Monday to Saturday. Service Credits are granted at our discretion.

Service Level Agreement

For any other Business Broadband Service, in this SLA shall have the same meanings as in We’ll aim to restore the Service within 24 hours of the Agreement. you reporting the Fault. Where we need a site visit Circuit means the physical connection over which to resolve a Fault, we only do site visits on the Service is provided. Working Days during Working Hours (please see definitions at the end of the document). Service Customer Promise Date means the agreed target Credits are granted at our discretion date by which we aim to have completed installation of the Service as notified to you in Exclusions (applicable to writing. all services) Excused Outage means any Fault caused by: (a) your network or system, or any part of it; If your Fault is in relation to any associated phone or line and call package then please refer to the Business Telephony SLA. (b) a fault in, or any problem associated with, equipment connected on your side of the This SLA does not apply to non-standard Virgin Media Business network solutions or customised services unless expressly termination point; or agreed in writing. (c) your acts or omissions; or We will not be liable to pay Service Credits in respect of Service Delivery. (d) your breach of the Agreement; or Unavailability of a Service as a result of any of the (e) your failure or delay in complying with our following events shall not count as Outage Time: reasonable instructions; or (i) an Excused Outage; or (f) any refusal to allow us, our employees, agents or subcontractors to enter into the (ii) a Planned Outage. relevant premises to diagnose or remedy Where you have resilience built into the Service, a any Fault; or Fault on a Circuit will not be counted for the (g) a force majeure event as set out in the purposes of Service Availability if you are still able Agreement; or to use your broadband at that site. (h) a Planned Outage; or We aim to restore your Service in line with the timeframe associated with your product. We don’t (i) an act or omission of any third party count any of the following as being part of that which is beyond our reasonable control timeframe: which shall include, without limitation, a fibre cut. (a) your failure or delay in providing the necessary co-operation required by us For the avoidance of doubt, you and your shall including, without limitation: include your employees, subcontractors and agents. (i) supply of the necessary information; or Fault means a fault, outage or Service downtime (other than a Planned Outage or an Excused (ii) access to the relevant sites; or Outage) resulting in a total loss of Service on a (iii) supply of the necessary power or Circuit where it is not possible to transmit signals facilities; or in one or both directions, which has been reported to us in accordance with standard fault (b) your relevant personnel cannot be reporting procedures. contacted to assist us or to confirm the Service is restored; or Fault Report means the report of a Fault either by you or us that has been recorded on the call (i) a Planned Outage; or record at our Business Technical Support Centre in accordance with standard fault reporting (ii) an Excused Outage. procedures. Outage Time means the sum total time of all Definitions of terms used Faults during the relevant 12 month period for a Except as otherwise defined in this SLA or unless Circuit. the context otherwise requires, all defined terms Planned Outage means any Service downtime:

Service Level Agreement

(i) scheduled by us to carry out any Service it means Monday to Friday excluding preventative maintenance or Bank and Public Holidays. upgrades to the Service or our Working Hours means Communications Network; or (ii) caused by any Services you Working Hours request or authorise including Working Days without limitation, network redesign or reconfiguration. Monday to Friday 8am to 6pm Service means the service that we provide to you as set out in the Agreement. Saturday (not applicable 8am to 4pm for 4G Start-up Service Service Levels means the service levels set out and 4G Back-up Service in this SLA. alerts or additional data requests Working Days means Monday to Saturday excluding Bank and Public Holidays except for the 4G Start-up Service and 4G Back-up

Thank you

Registered Office:

Virgin Media Business 500 Brook Drive Reading RG2 6UU

T: 0800 052 0800

Registered in England and Wales No. 01785381

© Virgin Media Business SLA-BB_(SoHo_SME)-0620